topic Re: WebEx incoming call ringer not producing sound in Webex Meetings and Webex App

WebEx incoming call ringer not producing sound

smdrywa — Wed, 21 Sep 2022 17:29:08 GMT

We have seen multiple users experience an issue within the last week were incoming WebEx calls do not produce a ringer/alert sound. We confirmed multiple users are seeing this and also confirmed that the speakers selected are not muted in any way. When Test is selected under Audio>Ringers and Alerts no audio is produced. The solution at the moment is to either have the user sign out and back into WebEx or also perform a Reset Database.

Version: 42.9.0.23494

Server URL: u2c-a.wbx2.com

Please advise.

Shawn Drywa

Re: WebEx incoming call ringer not producing sound

ColeMaker8 — Thu, 06 Oct 2022 16:16:02 GMT

I'm running into this same issue in my organization and have opened a TAC case, but no resolution after almost 3 weeks. Upgraded to Version: 42.10.0.23814 and issue persists. TAC recommended to downgrade to 42.8 for testing. Going to be a problem rolling this out to our users later...

Haven't downgraded yet, but will update later.

Re: WebEx incoming call ringer not producing sound

smdrywa — Thu, 13 Oct 2022 17:49:48 GMT

Hello,

I wanted to touch base to see if you were able to test with downgrading to version 42.8. We saw a high percentage of the issue with users running 41.7. Upgrading to 42.9 did not work. No word on 42.10 over here as of yet.

Re: WebEx incoming call ringer not producing sound

ColeMaker8 — Thu, 13 Oct 2022 18:32:06 GMT

Hello!

downgrading to 42.8 did resolve the issue for me, but 42.10 doesn't fix it. A bug has been created by Cisco TAC and you can keep track of it here.
https://bst.cloudapps.cisco.com/bugsearch/bug/CSCwd25123

42.11 will hopefully address this bug and have it fixed.

Re: WebEx incoming call ringer not producing sound

rikardkrvaric — Tue, 01 Nov 2022 21:02:33 GMT

I have a few call center agents I just moved from Jabber to Webex... Ringers & Alerts has no sound.

Where do we find 42.8?

Re: WebEx incoming call ringer not producing sound

ColeMaker8 — Mon, 12 Dec 2022 15:01:15 GMT

Update: Issue has been fully resolved on Webex version 42.12.

Re: WebEx incoming call ringer not producing sound

EduardoDV — Wed, 11 Jan 2023 07:39:54 GMT

I've installed version 42.12 and the problem is still there. I can't choose any ringtone in the notifications control panel. There is only one option: "Disabled".

Re: WebEx incoming call ringer not producing sound

MA4 — Tue, 14 Feb 2023 04:35:27 GMT

We have just upgraded to 43.2.0.25157 and still have the same issue. Even playing test tone for ringer in settings still produces no audio or visual volume level cue.

Caller ID display issue is resolved in this version though which is a big step forward.

Re: WebEx incoming call ringer not producing sound

Bobby Malick — Fri, 21 Apr 2023 16:53:23 GMT

This problem frustrated me for weeks, but there is a simple solution - Clear your cache on Webex

Here are the steps - How Do I Clear the Cache for Webex?

Re: WebEx incoming call ringer not producing sound

Bobby Malick — Fri, 21 Apr 2023 16:55:01 GMT

This fixed your ringer issues - How Do I Clear the Cache for Webex?

Re: WebEx incoming call ringer not producing sound

Bobby Malick — Fri, 21 Apr 2023 16:55:38 GMT

this will fix the issue - How Do I Clear the Cache for Webex?

Re: WebEx incoming call ringer not producing sound

EduardoDV — Mon, 24 Apr 2023 05:13:06 GMT

Hi, upgrading to 43.4.0.25788 solved this problem to me.

Re: WebEx incoming call ringer not producing sound

ICTTUVNL — Fri, 21 Jul 2023 09:24:20 GMT

Same problem here. Out organisation switched over from Jabber to Webex. We also have no ringtones at an incomming call.
during testing audio from the settings menu, everything works fine.